Metrics & Reporting Team Lead - Marketing

Position Responsibilities

• Monitor overall success of workflow service delivery
• Review performance data from the operations teams to evaluate the effectiveness of individual influencers
• Maintain overall accountability for the request fulfillment process for a specific workflow
• Ensure teams have all necessary resources to perform delivery work
• Review and analyze event management reports
• Document any process improvement opportunities, and submit this information to quality management
• Serve as incident coordinator and confirm the reporting incident validity, category, and priority level
• Assign incidents to the correct group or resource for close out
• Assess the feasibility of proposed problem resolutions, including the resource availability and potential schedules; review and approve workarounds and resolutions
• Provide effective coordination with other departments in the analysis and resolution of problems

Minimum Qualifications

• Excellent verbal and written english language skills
• Bachelor\u2019s degree from an accredited institution
• 6 years of business operations, BPO or other customer-service focused industry experience,
• 3 years of experience in Structured Query Language (SQL), Data Visualization (Tableau, Power BI, Data Studio etc or managing a Technical Team

Preferred Qualifications

• Demonstrated ability to be customer-oriented in handling communications and issues
• Experience running complex teams